Custom fields

Custom fields store information that AurionAI does not track by default, for example an asset tag on a conversation or a cost centre on a contact. On the Custom Fields page you create fields for conversations, contacts and companies, and decide who must fill them and what customers see.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

• You have the Owner or Admin role. Other users see Access Denied.
• Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the custom fields page

1. In the sidebar, select Configuration.
2. Open the Data & Forms category.
3. Select Custom Fields.

The page lists all fields. Each row shows the label, the field key, the entity, the field type and whether the field is System or Custom. Use the filters at the top to show one entity, or only system or custom fields.

AurionAI creates the system fields for every organization, for example the subject, the status and the priority of a conversation, and the email of a contact. A lock icon marks them. You cannot delete a system field or change its type.

Create a custom field

1. Select New Field. The Create Custom Field dialog opens.
2. In Entity Type, select conversation, contact or company. You cannot change this later.
3. In Field Type, select the type. The list groups the types under Basic, Selection and Advanced:
   • Basic: Text, Paragraph, Number, Decimal, Checkbox, Date and URL.
   • Selection: Dropdown, Multi-Select and Cascading Dropdown.
   • Advanced: Lookup, Content Block and File Upload.
4. In Label, enter the name that agents see. Customers also see this name, unless you set a Customer Label later.
5. Check the Field Key. AurionAI fills it from the label. It must start with a lowercase letter and use only a-z, 0-9 and _. You cannot change it later.
6. For Dropdown and Multi-Select, add at least one option. Customers see the options in their own language, so you can add a translation to each option. For Cascading Dropdown, build the tree of choices, with at least one choice.
7. Select Create Field.

Edit a field

1. In the list, select the field. Its page opens with Field Properties on the left and a preview on the right.
2. Change the properties that you need:
   • Label: the name that agents see.
   • Customer Label: the name that customers see on the Help Center and in embedded forms. You can enter it in each language. When it is empty, customers see the Label.
   • Placeholder and Help Text: hints shown in the field. You can enter them in each language.
   • Required In: Required (general), Required for agents and Required for customers.
   • Customer Access: Visible to customers and Editable by customers.
3. Select Save at the top of the page.

Delete a custom field

1. On the row of the field, select the delete button.
2. Read the message and select Delete.

This will permanently delete this custom field and remove it from all forms that use it. This action cannot be undone.

Where the fields appear

• In the inbox: the details panel of a conversation shows its custom conversation fields. Agents fill them there.
• In forms: you place fields on forms. A form shows a field to customers only when Visible to customers is on. Read Forms (Help Center and embeds).
• In form rules: rules can show, hide or require a field depending on other fields. Read Form rules.

Result

A new field is available at once for forms and for the inbox. A changed label or option shows the next time a form or a conversation is opened.

If something goes wrong

• Must start with lowercase letter, only a-z 0-9 _ Change the key so that it starts with a lowercase letter and has only a-z, 0-9 and _.
• Create Field stays unavailable. Enter a label and a valid key. A Dropdown or Multi-Select also needs at least one option, and a Cascading Dropdown at least one choice.
• The delete button is missing. The field is a system field. System fields cannot be deleted.
• Customers do not see the field. Turn on Visible to customers, then add the field to the portal form.

Related articles

• Forms (Help Center and embeds)
• Form rules